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Frequently Asked Questions
Property Information
All of our apartments are fully furnished and include an equipped kitchen, internal laundry (washer and dryer) with laundry detergent, unlimited Wi-Fi, a Smart TV, fresh linen and towels. You’ll also find an initial supply of household essentials including cleaning products, pantry essentials such as oil, salt, pepper, coffee and tea along with toiletries to get you started.
We offer mid-stay housekeeping services for an additional fee. The service includes a standard clean of the apartment, linen and towel changeover, and restocking of amenities. Please contact our team to arrange a mid-stay clean.
Many of our properties offer extra facilities and amenities, including a gym, pool, yoga studio, lounge areas, and more. These spaces are thoughtfully designed to combine the premium quality of hotel-style service with the flexibility and convenience of a serviced apartment. Be sure to check each property’s description for full details.
Many of our properties come with free parking. Be sure to check each property’s description for full details. For properties without parking included, we are happy to assist with parking recommendations nearby.
Many of our properties offer disability access. Please check with our Reservations Team before booking so they can recommend the most suitable stay for your needs.
+61 2 7202 2327
Whilst we don’t have a reception desk, our dedicated Guest Relations Team are always happy to help and will be your main point of contact during all stages of your stay. The team is available 24/7.
E: support@stayurbanrest.com
P: Australia: +61 2 7202 2327 | New Zealand: +64 92 003 731 | Ireland: +35387 3501826 | UK: +44 (0) 2045781168
Make a Booking
You can book either directly via our website or by contacting our friendly Reservations Team:
E: bookings@stayurbanrest.com
P: Australia: +61 2 7202 2327 | New Zealand: +64 92 003 731 | Ireland: +35387 3501826 | UK: +44 (0) 2045781168
Your booking with Urban Rest is confirmed once full payment is received. For long-term stays of over one month, we require the first 30 nights’ payment upfront to secure the booking. The next 30 nights are payable upon check-in, with monthly instalments continuing for the duration of your stay.
We accept payments via credit card or EFT (electronic funds transfer), but please note, payments cannot be made in person.
Just like hotels, we require a pre-authorisation hold on customers’ credit cards when staying with us. We do not require a bond.
Our standard cancellation policy is as follows for pre-arrival and also once in-house:
1 – 6 night stays:
Cancellations must be by 3:00pm, 48 hours (2 days) prior to arrival, or a penalty of 1 night’s accommodation will be incurred.
7 – 89 night stays:
Cancellations must be by 3:00pm, 7 days prior to arrival, or a penalty of up to 7 nights’ accommodation will be incurred.
+ 90 night stays:
Cancellations must be by 3:00pm, 14 days prior to arrival, or a penalty of up to 14 nights’ accommodation will be incurred.
Date changes:
Date changes must abide by the above cancellation policies.
Extensions:
Extensions remain subject to availability at the time of request.
Please note that cancellation policies may vary between properties. Please refer to your booking confirmation for your precise cancellation policy.
Yes, we offer monthly discounts for long-term stays, which are applied to the nightly rate. Please get in touch with our Reservations Team for more information.
E: bookings@stayurbanrest.com
P: Australia: +61 2 7202 2327 | New Zealand: +64 92 003 731 | Ireland: +35387 3501826 | UK: +44 (0) 2045781168
Arrival and Departure
Check-in from 3:00 PM.
Check-out by 10:00 AM.
Depending on the property, we offer either a meet-and-greet service or contactless self-check-in. You’ll receive an online check-in link before your arrival, which must be completed to access your arrival details. Once check-in is confirmed, your unique access code will be emailed to you 24 hours before your scheduled check-in time.
Yes, we offer early check-in and late check-out options across all Urban Rest properties, subject to availability. Simply let us know at least 24 hours before your arrival or departure, and we'll do our best to accommodate your request.
If you're arriving at your destination in the early hours, we recommend booking the night before to guarantee immediate access to your apartment.
To book an early check-in or late check-out, please contact our Reservations Team:
bookings@stayurbanrest.com
This will be sent 48 hours prior to your arrival once your online check-in has been completed. If you haven't yet received these, please reach out to our Guest Relations Team at support@stayurbanrest.com and they'll be more than happy to help.
Travelling With a Pet
Absolutely! Most of our properties are pet-friendly. We allow one pet per apartment, provided they are over one year old, under 20kg, and fully house-trained. Please note that prior approval is required to bring your pet, and a pet cleaning fee will apply.
In some cases, exceptions to the one-pet rule may be considered. For more information or to request approval, feel free to reach out to our friendly Reservations Team at bookings@stayurbanrest.com.
We have pet-friendly apartments in major cities across Australia, New Zealand, Ireland and the United Kingdom.
Check out our pet-friendly accommodation in Melbourne, Sydney, Canberra, Brisbane, Adelaide, Auckland, Wellington, London and Dublin.
You need to let us know that you're bringing your furry friend at the time of your booking. Contact our friendly Reservations team for approval and assistance with your booking:
bookings@stayurbanrest.com
P: Australia: +61 2 7202 2327 | New Zealand: +64 92 003 731 | Ireland: +35387 3501826 | UK: +44 (0) 2045781168
Yes, an additional cleaning fee is charged when bringing a pet. This cost covers the need to undertake a deep clean, where commercial machinery is used to sanitise all surfaces, including furniture & flooring, to respect our guests who may have pet-induced allergies. Our friendly Reservations Team will let you know how much the cleaning fee is at the time of your booking.
Absolutely. Just show us the documentation that your pet is a registered service animal, and we will waive the cleaning fee for you.
No, we do not charge a bond when you're travelling with your pet.
Corporate Travel
Several of our properties are available on the GDS for Travel Management Companies to book. Please get in touch with us for more information at bookings@stayurbanrest.com.
A selection of our properties have conference facilities. Please check each property description for more details.
Our Guest Relations Team can arrange a pre-check-in pantry shop for you. We work with local food and beverage suppliers to arrange all your grocery shopping needs prior to your arrival. The pantry shop service fee varies from client to client.
We work with a variety of Travel Management companies and can provide various booking solutions for them. These include but are not limited to direct, OBT and GDS options. For more information, please get in touch with us at bookings@stayurbanrest.com.
Some of our properties are subject to blackout dates and seasonal dates. Your dedicated Account Manager can discuss this further with you when discussing your travel requirements.
Yes, once your organisation is contracted with Urban Rest we will prioritise your bookings.
We work with our corporate clients to streamline payment options based on their requirements. We offer a variety of payment options and can work with your accounts team to provide a payment solution that works for your organisation.
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